Rear Window Defroster Repair Question
10-14-2016, 03:14 PM
#31
I think that the wonderful Ford Service ladies on here will have to weigh-in on this, but I would not think they will cover a replacement before the part actually fails unless there is a recall (which there currently is not).
10-14-2016, 04:52 PM
#32
Ford Customer Service
Got it, and replied, Kyle Lopez! 
I'm so glad we were able to help, DBCooper! 
I understand your concern, 96grimreaper. It is my understanding that unless they can show that a specific part is faulty, they won't replace it before failing. You're welcome to check in with your dealer about this, though.
Rachel
Wow, what a difference 48 hours makes. So Deysha opened a case for me and escalated the urgency yesterday afternoon. At 9am this morning I got a call from the dealer stating "they followed up with Ford" (i'm laughing b/c the tone of the service manager was no longer confrontational, almost as if he had just gotten out of the principal's office) -- the conversation with Ford confirmed the correct part number and that it was covered under my ESP. The dealer have already ordered the part and will contact me as soon as it comes in!
About 30 mins later I got a message from the customer service rep that the case had been assigned to (unfortunately I missed the call). She let me know that she contacted the dealer, provided them the correct part numbers (the ones I had already given them), and cleared up any questions as to whether they were covered under ESP. Not only did she straighten things out, but said she would calling me back to follow-up and ensure we actually spoke, as well as seeing this through to completion of the repair.
I knew when I talked to the dealer that they had been contacted by Ford and "set straight". So I was both elated and shocked this morning - my truck is going to get fixed but only because Ford just stepped up and flexed some serious customer service muscle! I told 2 coworkers this morning, and they both said "wow, way to go Ford", and I agree.....
The fact that Ford Service is here on the forum and actually addresses issues is amazing...this harkens back to older times when companies took pride in treating their customers with respect and standing behind their products. I was down in the dumps about Ford just 2 days ago, but after this level of customer service, I will not doubt again!
About 30 mins later I got a message from the customer service rep that the case had been assigned to (unfortunately I missed the call). She let me know that she contacted the dealer, provided them the correct part numbers (the ones I had already given them), and cleared up any questions as to whether they were covered under ESP. Not only did she straighten things out, but said she would calling me back to follow-up and ensure we actually spoke, as well as seeing this through to completion of the repair.
I knew when I talked to the dealer that they had been contacted by Ford and "set straight". So I was both elated and shocked this morning - my truck is going to get fixed but only because Ford just stepped up and flexed some serious customer service muscle! I told 2 coworkers this morning, and they both said "wow, way to go Ford", and I agree.....
The fact that Ford Service is here on the forum and actually addresses issues is amazing...this harkens back to older times when companies took pride in treating their customers with respect and standing behind their products. I was down in the dumps about Ford just 2 days ago, but after this level of customer service, I will not doubt again!
Rachel
10-25-2016, 04:53 PM
#33
Senior Member
Well I finally talked to Ford. Nothing they can or will do. Pretty lame. They stated they had "no plans in place" for something out of warranty since there's no recall. Barely 27k miles and literally out of warranty since April this year.
Complete crap.
Complete crap.
10-26-2016, 06:19 AM
#35
Mine has been intermittent since I bought the truck in early 15. This year, about a month ago on the first cold snap, it officially doesn't work. I will also be heading to the dealer soon for this issue.
10-26-2016, 08:51 AM
#36
IT nerd geek DORK NERD
Well, the good news is that my truck is covered under ESP.
The bad news is that I had my rear window replaced because the defroster wouldn't work....
...and it's not working again.
*smh*
Truck goes to the dealer tomorrow.
The bad news is that I had my rear window replaced because the defroster wouldn't work....
...and it's not working again.
*smh*
Truck goes to the dealer tomorrow.
10-26-2016, 06:15 PM
#37
Senior Member
Mine randomly worked today for 3 minutes, so I wonder if it's a contact issue.
I am pretty ticked at Ford's service though. They couldn't even cut me some slack only being a few months out of warranty. It's 10k miles under too. They just said, "well nothing we can do, peace"
Like, wth
I am pretty ticked at Ford's service though. They couldn't even cut me some slack only being a few months out of warranty. It's 10k miles under too. They just said, "well nothing we can do, peace"
Like, wth
10-26-2016, 06:46 PM
#38
Ford Customer Service
Mine randomly worked today for 3 minutes, so I wonder if it's a contact issue.
I am pretty ticked at Ford's service though. They couldn't even cut me some slack only being a few months out of warranty. It's 10k miles under too. They just said, "well nothing we can do, peace"
Like, wth
I am pretty ticked at Ford's service though. They couldn't even cut me some slack only being a few months out of warranty. It's 10k miles under too. They just said, "well nothing we can do, peace"
Like, wth
Rachel
10-27-2016, 10:44 AM
#39
My truck is fixed. The glass arrived and was installed on Tuesday and my rear defrost is working again....and it was fixed under my ESP.
Ford Service on here was great, and the case they opened took all the hassle out of working with the dealer.
Speaking of the dealer, they are complete garbage. They are still holding to their story that the initial "miscommunication" was my fault and that I indicated the back window had a shudder when closing, and that is why they pursued the full replacement of the housing (that is not covered under ESP). Well guess what, now that glass was replaced to fix the defrost, low and behold the shudder magically resolved itself and my window is smooth as butter. I am sure it was some alignment issue on the track and did not require replacement, just further highlighting the dealer was 100% trying to run up a tab on me unnecessarily....go eff yourself Richmond Ford West.
I took the high road when I picked my truck up - I didn't raise my voice, I didn't get angry, I simply looked the service manager in the eye long enough to ensure he understood that I won!
Ford Service on here was great, and the case they opened took all the hassle out of working with the dealer.
Speaking of the dealer, they are complete garbage. They are still holding to their story that the initial "miscommunication" was my fault and that I indicated the back window had a shudder when closing, and that is why they pursued the full replacement of the housing (that is not covered under ESP). Well guess what, now that glass was replaced to fix the defrost, low and behold the shudder magically resolved itself and my window is smooth as butter. I am sure it was some alignment issue on the track and did not require replacement, just further highlighting the dealer was 100% trying to run up a tab on me unnecessarily....go eff yourself Richmond Ford West.
I took the high road when I picked my truck up - I didn't raise my voice, I didn't get angry, I simply looked the service manager in the eye long enough to ensure he understood that I won!
Last edited by DBCooper; 10-27-2016 at 10:46 AM.
10-27-2016, 10:35 PM
#40
IT nerd geek DORK NERD
FYI - it's being replaced. They told me they weren't sure if it'd be covered; I told them "Oh, I'm sure it is, as you just replaced it 3 months ago." I could tell the guy was busy; soon as I said that, he looked twice at me and said "Oh yeah, I remember that now! It's already failed?"
Good news is that
a) they're covering it 100%, and
b) they actually HAD one in stock (
) and it will be ready tomorrow.